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2010 Annual State of the State 
Information Technology Report 



Doug Young, Chief Information Officer 
Information Technology Services Division (ITSD) 

Office of Administration 



December 201 



V 





State of Missouri 



ITSD 

Information Technology Services Division 

OH'icc ol Adminislralion 



Mission: t 



support, provide and inspire 
I've technology solutions for 

da 



TRANSPARENCY TIMELINESS 



EFFICIENCY 




we operate and deliver government services 

to Missourians. 



CIO's Message 



In 20 1 0, Missouri was nationally recognized as a leader in the area of technology-savvy governments. The Center for 
Digital Government released its 2010 Digital States Survey, announcing Missouri received one of the top grades 
among the states for demonstrating technology best practices. Clearly, coupled with the Governor's leadership and 
support, ITSD is committed to transforming the work of state government through innovative technologies. 

Indeed, technology is critical not only in the day-to-day operations of state government, but to the future and strategic 
vision of the State of Missouri. Now, more than ever, technology drives successful public business practices and 
serves as an effective tool to provide cost-effective and valuable service solutions to citizens. 

With this in mind, in accordance with Executive Order 06-34, 1 am pleased to share the 2010 Missouri State of the 
State Information Technology Report. Information Technology Services Division (ITSD), Office of Administration, 
provides technology services and solutions for state of Missouri departments and agencies so they can more 
effectively and efficiently fulfill their missions. 

It is our hope that this report will serve as a valuable review of our mission, history, top statewide IT 
accomplishments in 2010, as well as a highlight of planned agency projects and initiatives for 201 1. 

Please refer to this report, as well as our website at www.oa.mo.gov/itsd for the latest ITSD information and 
services year-round. Moreover, this report is housed on this same website for easy access. 

Sincerely, 

Douglas M. Young, Chief Information Officer 
Information Technology Systems Division 
Missouri State Office of Administration 



TABLE OF CONTENTS 

Report History 2 

Top 2010 Statewide Accomplishments 4 

Highlight of 2011 Planned Agency Projects 16 




1 he State of the State Information Technology Report is an annual 
review of statewide information technology accomplishments 
for the calendar year, as well as planned agency projects for 
the upcoming year for the Missouri State Government 
information technology (IT) community. The report 
encompasses all cabinet -level agencies within the 
consolidated IT environment, as well as other Missouri State 
Government agencies and offices that choose to participate. 

Executive Order 06-34 

Executive Order 06-34, signed October 11, 2006, provided for the 
renaming of the office, from the Office of Information 
Technology to the Information Technology Services Division 
(ITSD). This established and recognized the fundamental 
change of Missouri State Government's IT community to a 
consolidated structure, better positioned to coordinate and 
leverage the state's human and technical resources related to 
information technology. 

The order fiirther establishes a Chief Information Officer (CIO), who 
is designated by the Commissioner of Administration and 
who serves at the will of the Governor. Key highlights of 
Executive Order 06-34 give focus and direction for the 
Information Technology Advisory Board (ITAB), enterprise 
IT architecture and communication standards, statewide 
policies, an information technology strategic plan, and the 
annual State of the State IT Report. 



Report History 



Information Technology Consolidation 

As a division of the Office of Administration, ITSD's mission mirrors 
that of the department. It provides technology services and 
solutions to state departments and agencies so that they can 
more effectively and efficiently fulfill their individual 
missions. In essence, ITSD compares to a "utility" company 
for state government agencies, with utmost responsibility to 
maximize the state's investment in IT. Similarly, ITSD 
Consolidation is simply an extension of its core mission, and 
a strategy to achieve the key objectives of reliable, secure and 
available IT throughout state government. 

As of July 1, 2006, all information technology staff, equipment and 
budgets, with the exception of elected official's offices, the 
judiciary, agencies governed by commissions as well as the 
Missouri State Highway Patrol, now fall under the direction 
of the CIO and are staff of the Office of Administration's 
ITSD. 

This consolidation of IT personnel and resources fiindamentally 
changed the CIO position from a collaborative decision and 
policy recommending role with the departments to a full 
budget-authority role with the ability to leverage both human 
and technical resources for efficient and effective 
government. 

While the initial consolidation revolved around budgets and staffing, 
beginning in 2009, efforts began to leverage cost savings 
through combining fiinctions across all the agencies served. 
No longer does each agency need their own network, their 
own data center or their own dedicated support staff, etc. 



Information Technology Consolidation cont... 

With the budget realities the State is facing, further 
consolidation of services and equipment will provide ITSD 
the ability to reduce costs while providing the level of support 
required by those we serve. 



For More Information 
Regarding this Report, Contact: 

Gina N. MauUer, Director of Special Projects 

Information Technology Services Division (ITSD) 
Truman State Office Building, Room 270 
Jefferson City, Missouri 65101 

t: 573.751.5150 
Email: Gina.Mauller(a),oa.mo.gov 



Report History 



ITSD Directly Supports the Following Agencies: 

Department of Agriculture 

Department of Corrections 

Department of Economic Development 

Department of Elementary & Secondary Education 

Department of Health & Senior Services 

Department of Higher Education 

Department of Insurance, Financial Institutions & 

Professional Registration 
Department of Labor & Industrial Relations 
Department of Mental Health 
Department of Natural Resources 
Department of Public Safety 
Department of Revenue 
Department of Social Services 
Governor's Office 
Lieutenant Governor's Office 
Office of Administration 



ITSD Provides Services to the Following 
Agencies & Offices: 

Attorney General's Office 
Auditor's Office 
Department of Conservation 
Department of Transportation 
Office of State Courts Administrator 
Secretary of State's Office 
State Highway Patrol 
State Treasurer's Office 




The following is a list of accomplishments that ITSD achieved 
in 2010. 

Cyber Security 

The ITSD Information Security Management Office (ISMO) plays a 
critical role in protecting the confidentiality, integrity, and 
availability of information and services delivered by the State 
of Missouri. From November 2009 through October 20 1 0, 
there were 156 million malicious attack attempts to State of 
Missouri systems. In response to the ever-increasing demand 
for proactive cyber security, below were a few top ISMO 
priorities and initiatives in 2010: 

• Consolidated the administration of content filtering, which 
protects State computers and ultimately citizen data from 
malicious individuals. The consolidation not only avoids 
costs ($20,000 compared to the old system) and saves 
resources, but also ensures enterprise-wide protection. 

• Sent out security tips to all executive department employees 
on a quarterly basis in order to increase awareness about 
cyber security and everyone's responsibility in protecting 
citizen's data. In addition, in efforts to raise application 
security awareness, a best-practices guide for state web 
developers and contractors was created. 

• Brought online a fully operational computer forensics lab, 
one of only a few in the entire state. The forensics lab is used 
to protect and assess data used in internal investigations to 
recover data. 



• Traveled to Washington D.C. to participate in the 
Department of Homeland Security's Defend the Flag 
exercise. The exercise was a two-day session, starting with 
training and finishing with a real world defend /attack 
scenario. On the offensive side, the Missouri team was the 
first to successfully attack, and on the defensive side, none of 
the servers were compromised. The team learned the latest in 
cyber security penetration techniques and securing servers. 

End-User Support 
Helpdesk Consolidation 

ITSD consolidated end-user support (EUS) and helpdesk functions 

into one central online helpdesk utility across 12 consolidated 
agencies in 2010. Previously, each agency hosted separate 
helpdesk software and end-user support systems, and several 
paid a monthly maintenance to support such a system. 
Software savings thus far are estimated at $98,684. 

This newly centralized online helpdesk system will allow ITSD staff 
to calculate more accurate statistics in the future, and as a 
result better improve support by determining the average time 
it takes to complete a ticket; estimating how many staff are 
needed to support state employees across the board; and 
assessing the primary areas of support needed - whether it be 
software support, hardware support, etc. 

Average ITSD online helpdesk statistics per month: 



Average Number of Helpdesk Tickets Processed 
Number of End User Support Staff 
Number of State Employees Supported 
Number of Computers Supported 



32,349 
275 
53,045 
41,398 



4 



Top 2010 Statewide Accomplishments 



End-User Support 
Helpdesk Consolidation cont... 

Likewise, a Tier I online support line (basic IT support transactions) 
has also been created to handle all helpdesk calls for the 
following agencies: Office of Administration, Departments of 
Agriculture, Corrections, Natural Resources, and Revenue. 
It also serves as backup support for the Departments of Public 
Safety, Elementary and Secondary Education, Economic 
Development, and Insurance. In 20 1 1 , a Tier I support system 
will be rolled out consolidated agency-wide, which will 
permit around-the-clock staff support - 24 hours a day, 
seven days a week, year round. Moreover, the recently 
deployed Unified Communications (UC) Call Center system 
will help ITSD helpdesk mangers determine the busiest 
times of the day, and how many staff are needed during the 
various timeframes to best assist end users remotely through 
the Tier I online support line system. 

MoBroadbandNow 

The MoBroadbandNow initiative was created by Governor Nixon to 
coordinate the state's efforts to aggressively compete to bring 
broadband funding to Missouri in response to the federal 
recovery bill passed in 2009. Governor Nixon established a 
goal to increase broadband accessibility from its current level 
of 79.7 percent to 95 percent within five years. 

Accurate data is critical for broadband planning and informing 

citizens and businesses of the availability of broadband in 
their area. Most states had little public information regarding 
broadband availability before American Recovery and 
Reinvestment Act (ARRA) funding became available. The 
service map presented on page 7, compiled as a 
result of a mapping and planning grant to OA-ITSD, shows 
substantial areas that are underserved by broadband. 



The State, through its MoBroadbandNow initiative, worked to secure 
partners with a solid plan, the financial wherewithal, and 
commitment to ensure a successful project. The federal 
stimulus bill (ARRA) provided $7.2 billion to expand access 
to broadband services. In September 2010, the federal 
agencies completed their awards bringing $26 1 million for 1 9 
projects to Missouri. The total value of all of these projects 
including cash and in-kind match is $3 1 1 million. 




5 



Top 2010 Statewide Accomplishments 



MoBroadbandNow cont... 

These projects must be substantially complete within two years, 
which means that Missourians should begin to reap the 
benefits of improvements in the near future. As these 
broadband projects are constructed the broadband service 
availability map will show improvement. 

ITSD played a critical role in the MoBroadbandNow effort including 
identifying and evaluating partners, coordinating among the 
broadband applicants, and providing technical assistance, 
financial analysis, mapping assistance, identification of 
community anchor institutions, and preparation and support 
of publicity and outreach efforts. 



The teams will listen to the voices in their communities, 
assess the current status of broadband in the area, research 
and analyze the needs of the community, develop a regional 
broadband plan, and begin implementation of the plan. 

See page 7 for a map of all Missouri middle and last-mile award 
winners. See page 8 for a financial awards chart. 



While funding awards have been made and construction begins, there 
are still many opportunities for citizens and business leaders 
to be involved in the improvement of broadband access and 
services in Missouri. The first Missouri Broadband Summit 
was held in Jefferson City on October 26-27, 2010 as a result 
of the mapping and planning grant received by OA-ITSD. 
Approximately 300 people from across the state attended 
representing citizens, providers, regional groups, and industry 
sectors. 



The Missouri Broadband Summit kicked off a long-term planning 

effort, funded by the OA-ITSD mapping and planning grant, 
to ensure continued enhancement of broadband access and 
ensure that the infrastructure meets the needs of citizens, 
businesses, and government. Over the next few months, the 
1 9 Regional Planning Commissions across the state will 
create regional teams including representatives from schools, 
higher education, libraries, workforce development agencies, 
the health care sector, industry, local government, economic 
development professionals, broadband providers, and many 
others reflecting the area of the state. The teams will help 
identify the needs as well as strengths in each community. 




mobroadbandnowf 



6 



MoBroadbandNow cont. 




mob roadbandnowj 



Block Groups Underserved 
by Broadband Service 




Total Missouri 

Middle and Last-Mile Broadband Awards 




7 



MoBroadbandNow cont... 

MISSOURI BROADBAND AWARDS 





FEDERAL AWARD 


MATCH 




1 AWARDEE 


GRANT 


LOAN 


CASH MATCH 


IN-KIND MATCH 


TOTAL 
ROJECT VALUE 4 














MOBroadbandNO W AWARDS 


MO Department of Higher Education 


$4,978,977 


$0 


$0 


$1,629,359 


$6,608,336 


BlueBird Media 


$45,145,250 


$0 


$9,158,100 


$10,500,000 


$64,803,350 


Sho-Me Technologies 


$26,600,000 


$0 


$2,600,000 


$8,800,000 


$38,000,000 


Ralls County Electric Cooperative 


$9,548,908 


$9,548,909 


$950,000 


$0 


$20,047,817 


Big River Telephone 


$12,190,784 


$12,191,271 


$5,216,385 


$4,325,600 


$33,924,040 


Socket Telecom, LLC 


$16,614,137 


$7,120,345 


$0 


$0 


$23,734,482 


United Electric Cooperative 


$14,849,173 


$6,363,933 


$0 


$0 


$21,213,106 


Cass County 


$18,205,578 


$7,802,391 


$0 


$0 


$26,007,969 


Finally Broadband LLC 


$499,000 


$499,000 


$1,474,901 


$120,000 


$2,592,901 


SUBTOTAL MOBroadbandNow partners 


$148,631,807 


$43,525,849 


$19,399,386 


$25,374,959 


$236,932,001 














Office of Administration 


$4,600,000 


$0 


$1,150,000 


$0 


$5,750,000 


Office of Administration 


$1,973,382 


$0 


$493,346 


$0 


$2,466,728 


SUBTOTAL Office of Administration 


$6,573,382 


$0 


$1,643,346 


$0 


$8,216,728 


SUBTOTAL ALL MOBroadbandNow projects 


$155,205,189 


$43,525,849 


$21,042,732 


$25,374,959 


$245,148,729 














OTHER MISSOURI AWARDS 


Grand River Mutual Telephone Corporation - Area 1 (Lathrop, MO) 


$7,976,924 


$3,418,682 


$0 


$0 


$11,395,606 


Grand River Mutual Telephone Corporation - Area 2 (Sullivan/Linn coun- 
ties) 


$12,363,759 


$0 


$0 


$0 


$12,363,759 


Grand River Mutual Telephone Corporation - Area 3 (Worth/Gentry/ 
Harrison counties) 


$8,970,781 


$0 


$0 


$0 


$8,970,781 


Grand River Mutual Telephone Corporation - Area 5 (Powersville, MO)** 


$647,046 


$277,305 


$0 


$0 


$924,351 


Northeast Missouri Rural Telephone Company 


$3,595,810 


$3,595,810 


$0 


$0 


$7,191,620 


Northeast Missouri Rural Telephone Company (Unionville) 


$5,140,458 


$5,140,458 


$0 


$0 


$10,280,916 


Orchard Farm Telephone Co. 


$604,794 


$0 


$201,598 


$0 


$806,392 


Utopian Wireless 


$187,298 


$62,433 


$0 


$0 


$249,731 


Windstream Coqioration 


$10,328,319 


$0 


$3,442,774 


$0 


$13,771,093 


SUBTOTAL Other Missouri Awards 


$49,815,189 


$12,494,688 


$3,644,372 


$0 


$65,954,249 














GRAND TOTAL - ROUND 1 & ROUND 2 


$205,020,378 


$56,020,537 


$24,687,104 


$25,374,959 


$311,102,978 














** Only the Powersville, MO cost is shown of this $20.3 million award that also includes four towns in Iowa. 



8 



Top 2010 Statewide Accomplishments 



National Digital States Survey 
Missouri Receives a B+ 

In 2010, Missouri was nationally recognized as a leader in the area of 
technology-savvy governments. The Center for Digital 
Government released its 2010 Digital States Survey, showing 
Missouri received one of the top grades among the states for 
demonstrating technology best practices. Only four states 
received an A, with Missouri and eight other states receiving 
a B+. In addition, Missouri was ranked fourth in the nation in 
the Commerce, Labor and Tax category of the survey. The 
previous survey conducted in 2008, placed Missouri 24* 
among the states. For the first time this year, the Center for 
Digital Government replaced linear rankings with letter 
grades for all 50 states. 



The biennial survey is a comprehensive study that examines best 

practices, policies and progress made by state governments in 
their use of digital technologies to better serve their citizens 
and streamline operations. The survey is conducted over 
several months in even-numbered years, and the awards are 
presented during the National Association of State Chief 
Information Officers (NASCIO) annual conference. 



DIGITAL 




s 



SURVEY 



Under Gov. Nixon's leadership, the state's overall information 

technology system has undergone an unprecedented overhaul. 
Improvements and upgrades across state government include 
consolidation and collaboration of information technology 
services, which improves process efficiency; and the redesign 
and improved functionality of Mo.gov, the state website, 
making it easier to access online data and information. In 
addition, the introduction of social media has increased the 
state's ability to engage internal and external customers. 




9 



Top 2010 Statewide Accomplishments 



Network & Telecommunications 
Unified Communications Initiative 

Missouri currently supports four independent communication 
networks - data, voice, mobility and video, with costs 
associated with managing these separate networks. In 
response to Governor Nixon's call for a smarter, more 
efficient state government, ITSD launched Unified 
Communications (UC) in August 2010. Rollout of the 
system across the consolidated agencies will occur through 
summer 2011. 

UC will create one unified and modem network covering data, voice, 
security, wireless and other systems, which will help lower 
operating costs. UC will also refresh the network 
infrastructure and upgrade capacity, allowing for more citizen 
-centric interaction, delivery of better service, and 
responsiveness to the public. 

In addition to cost savings for Missouri taxpayers over the lifespan of 
the new equipment, the benefits of UC to state workers and 
the customers they serve will be increased productivity, 
greater collaboration across state agencies and between 
organizations, and reduced travel time and expenses. For 
example, UC will allow state employees to access real-time 
communication services such as instant-messaging, IP 
telephony, and video conferencing. Similarly, employees will 
be accessible via several modes of communication devices 
from any work location or venue. 

The success of UC already has been demonstrated in Missouri state 
government by some 6,800 users at the Missouri Department 
of Transportation, the Missouri State Highway Patrol, and the 
Missouri Department of Conservation. 

See the adjacent chart for core UC benefits. 



According to a national survey of UC users, 
the core benefits of UC include: 

Increased Productivity 

60% of users save 20 minutes per employee daily, by reaching 
workers on the first try 

• 46% of users realize travel savings of more than five days 
per employee annually (via Telepresence) 

50% of users save 20 minutes per employee daily from more 
efficient message management 

^^More than 75% experienced improved productivity of employees 
across geographically-dispersed locations due to voice and 
video-conferencing 



In a recent global survey of frequent users of telepresence 

or videoconferencing solutions, 90% cite video 
collaboration technologies save them at least two hours 
of valuable work time a week 



In addition, one -third respondents estimate they save close to 
one frill day — seven hours or more - per week. That adds up 
to more than two months of time a single employee can 
gain back over the course of a year 

Green Benefits 

• Reduced travel for meetings/trainings across the state 

• Potential for reduced office space 
Real-Time 

■ Citizen and business-centric instantaneous interactions 

Allows state employees to access real-time information any time, 
any place, from a variety of devices integrated into 
one communications system 




10 



Top 2010 



Online Services and Web 

Citizen Engagement and Participation 

In an effort to increase online citizen engagement and participation, 
interactive tools such as videos, timely news, feature 
stories, and other social media sites were strategically placed 
on Mo.Gov, as well as other agency web portals. Likewise, 
ITSD truly embraced and integrated interactive social 
media into the mainstream of effective IT solutions in 2010. 
The following communication forums are a sample of the 
enhanced social mediums being successfully utilized 
throughout state government: 

• Blogs 

• Facebook 

• Flickr 

• RSS Feeds 

• Twitter 

• Wikis 

• YouTube 

In essence, these additional communication venues provide more 
touch points to effectively engage citizens and learn more 
about their comments and concerns, as well as provide a 
forum for them to learn more about government. 

eGovernment 

ITSD's concerted efforts on the eGovernment technology front is also 
adding value to existing web sites. The conversion of manual 
and paper processes to streamlined online electronic forms, 
applications, and data sets are being continuingly assessed 
and explored for viability in highly requested daily state 
government operations and citizen services. A few related 
projects in 2010, included: 



11 



Accomplishments 



• Elementary & Secondary Education 

Teacher Certification - allows online teacher applications and 
certifications replacing the extensive paper processes 
necessary to license a teacher. 2010 saw the implementation 
of the Substitute Certification module, allowing substitute 
teachers to apply online for certification. Background 
checks, transcripts, and substitute teaching certificates can 
now be obtained through the online process. The project is 
currently addressing the initial application for new teaching 
graduates. Colleges and universities will soon be able to 
make online applications for their upcoming education 
graduates, as well as provide the department with transcripts 
electronically. 

• Health and Senior Services 

Immunization Registry - allows connectivity from any 
personal computer (with proper security protocols) and for 
greater utilization from hospitals, clinics, physicians, county 
health officials, and school nurses. 

On-line Birth and Death Registration - allows new birth data 
input from any personal computer (with proper security 
protocols). This will allow greater usage of the data from 
hospitals, clinics, physicians, and county health officials. The 
death registration system will allow fiineral homes to provide 
direct input of data, doctor confirmation, and automated 
electronic reporting to the Social Security Administration for 
survivor benefit entitlements, or cessation of benefits. 



Top 2010 Statewide Accomplishments 



Online Services and Web 
eGovernment cont... 

- Insurance, Financial Institutions & 
Professional Registration 

Professional Licensing Boards - allows for more effective 
and efficient board and member (39 boards with 228 
members) communications, and preparation for various board 
activities such as meetings, conference calls, and paperless 
agendas. 

• Labor 

Unemployment Benefit Calculators - allows users to estimate 
the unemployment benefit they should expect to receive. 

Discrimination Complaint Assessments - allows users to self 
assess their situation to see if they should file a complaint of 
discrimination. 

Are You Covered? - allows users to see if they are covered by 
worker's compensation. 

Debarment List - allows users to search contractors debarred 
ixom public projects. 

Public Safety 

Liquor License Renewal System - allows businesses the 
capability of renewing their licenses online instead of having 
to wait for a renewal letter to come thru the mail. 

Property Inventory System - allows the tracking of the 
acquisition and disbursement of surplus military equipment 
through the Department of Defense (DOD Program). This 
program provides excess military equipment that is not 
needed by DOD, and is given to state and local civilian law 
enforcement agencies for use in counter-narcotic, counter 
terrorism operations and officer safety. This system was 
developed to allow better tracking, reporting capabilities and 



• Revenue 

Business Tax Online Credit Inquiry System - allows business 
owners to determine if any overpayments exist on their 
Missouri sales and/or withholding tax account. 

Request for Change of Address - automates the routing of 
change of address information to the respective areas in Tax, 
Motor Vehicle, and Driver License offices that handle such 
requests. 

Open Government and Transparency 

ITSD continues to illustrate its commitment to increasing the 
openness and transparency of government, by leading 
and working on a plethora of web and application projects 
that reflect this philosophy. The following are a sample of 
such projects: 

• Capitol Events Calendar hosted via the 

Office of Administration website 

• Laboratory Information Management System (LIMS) 

Water Sampling Database via the 
Department of Natural Resources website 

• Open Meetings Calendar via Mo.Gov 

• State Data Sets via Mo.Gov 

• State Parks Beach Closings via the 

Department of Natural Resources website 

• Tax Credit Review Commission (TCRC) via the 

Missouri TCRC website 

• Transform.Gov is host to the Missouri Accountability 

Portal (MAP), including the point-of-entry for 
showcasing all American Recovery and 
Reinvestment Act (ARRA) related federal stimulus 
funds, projects and status 



12 



Top 2010 Statewide Accomplishments 



Online Services and Web cont... 

Open-Source Content Management Systems 

In order to be more efficient and productive in 20 1 and beyond, 

ITSD increased the use of open-source content management 
systems like Drupal and Wordpress. In addition, low-cost or 
free content delivery platforms like Flickr and YouTube were 
utilized more frequently. 

_ 

In 2010, several executive departments' websites were 
W redeveloped and redesigned to improve usability, including: 

I • Office of Administration 

I ■ Department of Labor and Industrial Relations 

I • Department of Mental Health 

I • Department of Natural Resources 

I • Department of Revenue 

• Department of Social Services 

The new websites are more citizen-friendly and include 
additional onhne services. 

Special Initiatives 

In addition to offering more traditional government services online, 
other special web portals were also created and developed to 
benefit citizens. As a joint project supported by the Missouri 
Civil War Sesquicentennial Commission, Missouri Tourism 
Division, and the Missouri Department of Natural Resources, 
the Missouri Civil War Sesquicentennial web site was one 
such example. As Missouri commemorates the 
sesquicentennial of the Civil War this year, citizens may now 
learn more about Missouri's historic role in the Civil War. 
(Web portal: http ://mocivilwar 150.com ). Other special 
projects included: 



• Children In Nature Challenge 

http://www.childreninnature.mo.gov 
State Parks Youth Corps (SPYC) 

https://thinkoutside.mo.gov/default.aspx 

• Trout Cam 

http://mostateparks.com/bennett/troutcam.htm 

Power Management 

ITSD implemented a power management plan for consolidated 

agencies. Currently, workstations reporting to the server with 
power management options is approximately 1 1 ,200. With 
1 1 ,200 workstations transferred to a "hibernation" mode at 
7:00 PM each evening, ITSD is saving an estimated $2,240 
per month on power consumption. In 20 1 1 , a statewide 
implementation plan will be rolled out to increase savings on 
this front. 

Professional Development 

In an effort to improve ITSD end-user support (EUS) services to all 
customers, nearly 325 IT EUS and helpdesk staff were 
required to participate in EUS Customer Service training. 
Seven three-hour face-to-face training sessions and two live 
interactive webinars were hosted during summer 2010. 

Although this topic is certainly not new, it reinforces ITSD's vision 
and values of delivering exceptional customer service at all 
times, with all customers, and across various forums of 
communication - such as the online helpdesk system, email, 
telephone, and face-to-face meetings. Moreover, the online 
live webinar training was highly accepted by out-state staff, 
who expressed their appreciation for the new and flexible 
training format, as they often opt out of any out-of-town 
meetings due to travel constraints, tight budgets, and 
difficulty ensuring adequate onsite IT coverage. 



13 



Top 2010 Statewide Accomplishments 



State Data Center 
Consolidation and Virtualization 

In 2010, the State Data Center consolidation and virtualization 

initiative continued from last year, but saw integration efforts 
in support of eight separate State agencies as they migrated 
from numerous divergent technologies residing in discrete 
silos into sustainable, standardized servers integrated into the 
secure environment of the central State Data Center. Eight 
agencies saw more than 500 servers migrated. Although 
difficult to detail the collective changes and impacts within 
the context of this report, it is possible to look at one agency 
as an example of the benefits of such an expansive initiative. 

With ITSD's vision and leadership. Natural Resources consolidated 
60 servers down to five servers. This migration represents a 
huge improvement in efficiency, and an equally significant 
reduction in the cost of hardware, software and personnel, as 
each server had to be individually administered, supported, 
and funded (licensing, maintenance, etc.). 

Moreover, such migrations also contribute to the State's Green 

initiatives, as the Natural Resources effort brought about an 
overwhelming reduction in energy consumption. Each 
server consumed an average of about 200 watts, resulting in a 
collective consumption of almost 60,000 watts of power. The 
five new servers also consume about 200 watts each, but that 
means that the power consumption is now only about 1,000 
watts, representing an ongoing savings of energy (and the 
cost of that energy) and reflects the environmental awareness 
of this administration. 



Likewise, the staffing effort required to provide server administration 
and support in the consolidated environment is greatly 
reduced, and the costs of hardware maintenance and software 
licensing are also reduced dramatically. As future 
consolidations transpire, economies of scale will bring about 
reductions in the cost of storage (i.e. discrete servers with 
dedicated storage inherently make inefficient use of disk 
storage - the new environment permits greater efficiency). 
The discrete servers in Natural Resources' case, represented 
more than 44,000 GB of disk space, with only a little under 
20,000 of that actually being utilized. Thus, by migrating 
Natural Resources' physical servers to the virtual server 
environment within the State Data Center, an annual cost 
avoidance of $367,671 is realized. 




14 



Top 2010 Statewide Accomplishments 



State Data Center 

Consolidation and Virtualization cont... 

As significant as the progress on this effort was in 2010, more 

remains to be accomplished. Of the eight agencies involved 
in the 2010 migrations, only a few are completed to date- the 
remaining agencies still have devices which are planned for 
consolidation during 20 1 1 . At least five agencies will be 
included in the 20 1 1 effort, representing hundreds of discrete 
servers that will require consolidation into the central State 
Data Center environment. 

Email Migration into Statewide Exchange Server 

During early 2010, Natural Resources was consolidated fi'om a stand 
alone, agency-specific Lotus Notes/Domino email 
implementation system to the State of Missouri's 
consolidated Exchange Server e-mail and archiving system. 



Statewide Project Management Office (PMO) 

Mirroring a nationwide trend, a central Project Management Office 
(PMO) was newly formed in 2010, in response to a need to 
help establish a more formal statewide project management 
structure and system to manage enterprise-wide and 
individual agency IT projects alike. Not only will this allow 
for greater collaboration among government agencies, but it 
will provide greater visibility and transparency into IT 
operations, and will ultimately play a vital role in helping 
state government perform better and deliver citizen services 
more effectively and efficiently. The PMO will assist in 
aligning the department needs with the IT resources and 
priorities. 



This effort required that 1,800 mailboxes for the agency be moved to 
complete this consolidation. This resulted in a cost savings of 
approximately $133,000. This savings was realized by 
eliminating Lotus Notes software maintenance and support, 
and the elimination of an e-mail gateway (which included 
hardware and software costs). 

Additionally, as with all such consolidation efforts, there was also a 
corresponding reduction in the staffing necessary to support 
this function, as well as a corresponding improvement in 
service as a benefit of a shared email environment and the 
greater efficiency that provides. By bringing this agency into 
the consolidated environment, it also ensured more complete 
compliance with various public information mandates by 
enabling the State's email archival solution to transparently 
incorporate a more complete record of email 
communications. 



15 




Highligt 



2oil will bring the continued implementation and enhancement of 
2010 top statewide initiatives. Additionally, a small sample of 
planned agency projects for 201 1 are showcased below. 



Agriculture 

Animal Care Facilities Act Program (AGFA) 

In 201 1, Agriculture will roll out Animal Health's Animal Care 

Facilities Act Program (AGFA) modernization project, which 
will house all license, registration and inspection records on a 
more modem data platform and include system 
enhancements. Enhancements will increase the efficiency of 
data synchronization and will allow field staff to track and 
share investigation data electronically. 

Conservation 

Time, Activity, Location, Online Notebook (TALON) 

TALON is a web-based application developed to track time and 
activities by Conservation employees on both public and 
private lands. It also features a mapping component which 
staff can map areas where resource management efforts 
occurred. This application provides one source of 
information allowing the agency to report on management 
practices conducted on various lands over time. 



This will provide useful information in decision making by showing 
total efforts across divisions on a particular piece of land. 



of 2011 Planned Projects 



The contacts system is an integrated system that will track individuals 
and organizations who consume agency services. By merging 
all contacts into one system. Conservation will be able to 
realize cost savings through bulk mailing address validation. 
This will also allow greater ease for the public to change 
mailing addresses or other contact information. In FYl 1, the 
contacts system will be integrated into the TALON system 
and magazine subscription system. In the future, more 
services will be integrated to use the contacts system. 

Corrections 

Offender Management System (OPII) 

Corrections will continue work on a number of projects to replace 
portions of the Offender Management System (OPII). The 
current OPII system has been in production since 1998 and 
was developed using green-screen technology which is 
becoming obsolete and costly to maintain. 

This development effort is in conjunction with other states as part of 
the National Consortium of Offender Management Systems 
(NCOMS). The department will have the opportunity to 
realize greater efficiency by building on existing code that 
has already been developed by other states. Efforts will be 
focused on modules utilized by the Division of Probation and 
Parole, the Division of Adult Institutions and the Division of 
Rehabilitative Services such as: healthcare, caseload 
management, housing/security/scheduling, classification, 
discipline, release/discharge/PPBOARD, field supervision 
and visitation management and will feature an online visiting 
application so that potential visitors can apply to visit 
incarcerated family and friends via the internet. 



Highlight of 2011 Planned Department Projects 



Economic Development 
MissouriCareerSource.com (MCS) 

Economic Development will launch the new MissouriCareer 
Source.com (MCS) in early 201 1. This release will become 
Workforce Development's web portal and will provide a 
foundation on which to develop future features for Missouri's 
workforce. Throughout 20 1 1 new features will be added, 
including: 

• An improved job search engine that will allow job postings 

from other providers to be shown. This will allow the number 
of searchable postings to increase by more than 700 percent. 

• Dynamically driven pages that will allow Workforce 

Development staff to update content (e.g. articles, notices, 
guides, and events happening at career centers) via site 
administration pages. This will reduce the involvement of 
ITSD staff, and greatly reduce the time it takes to get 
information to the public. 

Elementary & Secondary Education 

Application and Software Infrastructure Modernization 

Critical to the department's IT software infrastructure is the need to 
move existing applications from the Oracle database 
environment to a SQL database environment. This will allow 
for a substantial savings each year in maintenance and 
support. Also planned in 201 1 is a rewrite of the EDEN/ED 
Facts reporting system to create an application that will allow 
users to maintain, create and view required federal reports 
prior to submission. An application to determine Highly 
Qualified Teachers (HQT) and Inappropriate Certifications 
will also be created to enhance the functionality of the 
Teacher Certification System. 



Higher Education 

Financial Assistance for Missouri 

Undergraduate Students (FAMOUS) Application 

The Financial Assistance for Missouri Undergraduate Students 
(FAMOUS) application, is a key application for Higher 
Education. The department's primary goal for 2011 is to test 
and deploy the application into production by August 2011. 
This will include many enhancements to the system and 
allow users to be more efficient in their duties and allow 
them to focus on other duties. 

Highway Patrol 

Disaster Recovery Operation 

During 2010, the Patrol engaged in a joint disaster recovery operation 
with the Missouri Department of Transportation. Data circuits 
were installed and tested. In the upcoming year, the Patrol 
expects to install equipment and establish a fully operational 
host site at the new location. This will involve extensive 
testing and dry runs to validate the backup capabilities and 
certify that the contingency plans will work as desired. 

Insurance, Financial Intuitions & Professional 
Registration 

Online Complaint Verification 

This project will provide insurance companies access to review and 
appro ve/dispute the recorded consumer complaint data 
against the company utilizing a convenient, but secure, 
web-based system. While the Consumer Affairs Division 
anticipates some cost savings, the chief benefits will be a 
significant reduction in the verification time and data quality 
improvement afforded by the on-line application compared to 
the current manual review process. Ultimately, this will put 
better decision-making information into the hands of 
consumers much quicker. 



17 



Highlight of 2011 Planned Department Projects 



Labor & Industrial Relations 

Modernization and Paperless Conversion 

In 201 1, DOLIR will start to roll out the Division of Workers' 

Compensation Modernization (DWCM) project, which will: 

• Convert 90 percent of record searches to an electronic 

format; 

• Reduce paper printouts by 55 percent; 

• Allow for 70 percent of all case requests to be handled in 

a 24-hour period; and 

• Allow 95 percent of self-insurance applications to be 

made electronically. 

Likewise, it is estimated that a similar project. Unemployment 
Insurance Modernization (UIM), will: 

• Reduce mail costs by 65 percent; 

• Decrease paper usage by 75 percent; 

• Reduce returned mail by 80 percent; 

• Reduce claims processing time by 50 percent; and 

• Reduce contribution wage report processing by 80 percent. 

Mental Health 

Health, Insurance, Portability, & 

Accountability Act (HIPPA) 

In 2011, as required, the conversion and upgrade to the new HIPPA 
system (ICD-9 to ICD-10) is a major challenge to all payers 
and providers of Health Care Services - impacting public and 
private sectors, and requiring changes to all aspects of Health 
Care business areas. 

The implementation of the new HIPPA system has a major impact on 
Mental Health, Mental Health business partners and Mental 
Health payers. 



Although mandated, the conversion is not federally funded, with 
projected costs of $6 billion dollars to fully implement 
nationwide. Nonetheless, Missouri Mental Health, due to 
flexibility of the Customer Information Management, 
Outcomes and Reporting (CIMOR) system architecture and 
interfaces, will be able to accommodate these new changes 
without any additional funding. 

Natural Resources 
Parks 2020 

In 201 1, Natural Resources will roll out a new centralized web-based 
attendance reporting system for its Missouri States Parks 
program. This will improve attendance reporting from a 
month lag to a weekly report in a consistent manner, and will 
provide the Parks Director and team with vital information 
related to parks attendance. Likewise, during Phase 2 of this 
initiative in 201 1, Natural Resources will roll out a new 
centralized revenue component. This system will be the only 
revenue processing component. By centralizing these tasks 
the Parks Director and team will be empowered to see 
real-time revenue transactions related to Missouri State Parks. 

Public Safety 

Web-Based Emergency Response Application 

In 20 1 1 , Public Safety will implement an electronic web-based 

Emergency Response Application for the State Emergency 
Management Agency to easily access up-to-date situation 
reports submitted by all jurisdictions throughout the state of 
Missouri during times of disasters. This application will be 
developed in-house using existing resources to minimize cost 



18 



Highlight of 2011 Planned Department Projects 



Public Safety 

Web-Based Emergency Response Application cont... 

in the development. This application will allow for the State 
Emergency Operations Center to be able to review and 
consolidate reports and better prepare summaries on disaster 
updates in different locations throughout the state for senior 
leadership, in a more timely manner. 

Revenue 

Electronic Driver License Application Modernization 

Revenue will focus on a rewrite and modernization project to update 
and modernize the Missouri Electronic Driver License 
application used in the contract office. This is in an effort to 
eliminate dependency on contractor staff, reduce costs, 
enable the system to be more flexible relating to future 
modifications, and ease the maintenance from both a software 
and hardware perspective The processes put in place with this 
project can then become the basis for future development. 

Social Services 

Online Managed Care Application 

Social Services is currently developing an application that will allow 
Missouri's 400,000 Managed Care participants to choose 
their insurance plan and primary care physician over the 
Internet. The application will eliminate the process of 
printing and mailing plan information for those participants 
that choose the on-line process when they are approved for 
Medicaid. It also will reduce the burden on the print vendor 
that creates packets. Managed Care participant support staff 
and the MO HealthNet Division during annual enrollment 
when the entire population is required to choose a plan during 
the course of one month. 



State Treasurer's Office 
Unclaimed Property KIOSK 

The State Treasurer's Office is developing an Unclaimed Property 
KIOSK system for use in licensing and registration fee 
offices in Missouri. The KIOSK will allow the public to 
search for Unclaimed Property and sign up for e-mail 
notification. The office will have the ability to edit pages 
locally so that the need to travel to the KIOSK is reduced. 
The purpose of the KIOSK is to promote Unclaimed Property 
and return it to Missourians. 

Transportation 

Automated Fuel Management System 

The Fuel Management System will provide MoDOT with an 

automated system that is paperless and accounts for all fuel 
transactions. The system will collect data and electronically 
transmit fuel transactions to SAM II for inventory, and to the 
Fleet System for tracking purposes. All bulk fuel sites, 
roughly 300 statewide, will be automated during this project. 



19 



2010 

Missouri State of the State 
Information Technology Report 




Information Technology Services Division (ITSD) 
Missouri State Office of Administration 
Truman State Office Building. Room 270 
Jefferson City, MO 65101 

Doug Young, Chief Information Officer 
573.751.1504